Tier 2 Service Desk Analyst

Position Title:

Tier 2 Service Desk Analyst

Position Type:

Full-Time / Exempt

Clearance:

Top Secret

Location:

Washington, DC Metro (Northern VA)

SOC Code:

15-1151

Salary*:

$90,000 - $120,00

*Dependent upon qualifications

• Excellent health/dental benefits from BCBS of Alabama (accepted nationwide through the PPO network)
• See into the future with our luxurious VSP vision benefits
• Prepare for the long-haul courtesy of our 401k with company matching
• Unlimited mobile phone plan
• 10 days' vacation, 7 days sick time
• Bonuses and salary increase potential via our certifications plan

Summit 7 is a people incubator. Summit 7 employees regularly speak at conferences, and architect environments for Inc. 5000 or top Defense and Aerospace companies. They also write industry leading books. Summit 7 has a history of employing some of the leading Microsoft experts in knowledge management and security. Continuing this practice, the team is comprised today of rock star administrators, developers, and architects that are the guiding voices amongst tech forums and in the board rooms of our clients. Additionally, Summit 7 is in the serious business of protecting the US defense industrial base from cyber threats and helping them meet challenging security and regulatory compliance challenges.

Essential Functions:

• IT support relating to technical issues involving Microsoft's core business applications and operating systems
• Document new and existing Policies, Procedures, and Network Diagrams
• Identify gaps and faults in existing process; implement new procedures to improve capabilities
• Act as liaison between highly technical engineers and less technical tier 1 technicians
• Create easy to follow knowledge base articles that solve complex technical problems
• Train and mentor junior staff
• Advanced understanding of Microsoft products (Exchange, SharePoint, Windows, Windows Server, Active Directory, etc.)
• Intermediate technical support at the network level: WAN and LAN connectivity, routers, firewalls, switches, security, etc.
• Able to quickly swap tasks to cover escalation and project needs
• Communicates effectively with clients, notifying them of impending changes, ticket progress, and agreed outages
• Resolute dedication to unparalleled customer service

Additional responsibilities include, but are not limited to:

• Fast turnaround of escalated requests
• Ability to work in a team and communicate effectively
• Responsible for entering all time and expenses as they occur
• Continuous education, expansion, and refinement of technical knowledge, and credibility through industry standard certifications
• Interpret and discuss information with others and regularly provide and recommend actions involving complex issues
• Demonstrate professional attitude with clients and team members and enhance relationships.
• Other duties as assigned

Requirements

• Associate or bachelor's degree in computer science or MIS from a reputable institute OR at least one (1) year of IT or related experience. Special preference for Service Desk/desk side support.
• CompTIA Security+ Certification
• Office Applications Administration
• Active Directory Administration
• Windows 10/11 Administration
• Excellent customer service skills
• Ability to work independently and a strong desire for personal and professional development
• Ability to identify and evaluate trends in industry best practices and policies
• S. citizen with the ability to pass an extensive background check

Optional / Desired

• Microsoft certifications (AZ-900, MS-900)
• ConnectWise Manage and Automate Knowledge
• Kaseya VSA Knowledge
• Windows Server 2012R2, 2016, 2019, 2022 Administration
• Virtualization technologies: VMware ESXi and Microsoft Hyper-V
• Network technologies such as TCP/IP, firewalls, SSL VPN appliances, and IPSEC tunneling

Work Conditions

Work is typically performed in an office environment. Must be able to remain in a stationary position for extended periods of time. The person in this position may need to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. May occasionally need to position self to maintain computers, including under the desks and in the server closet. The person in this position frequently communicates with employees and clients. Must be able to exchange accurate information in these solutions.

Summit 7 Systems, LLC is an equal opportunity/ affirmative action employer and an alcohol and drug free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran statu